Job Description
About the Company: Simplify VMS is dedicated to providing a seamless Vendor Management Saa S solution, ensuring our clients receive exceptional support and service. Our mission is to enhance the efficiency of vendor management processes while fostering a culture of collaboration and innovation.
About the Role: As a Customer Support Representative (CSR) at Simplify VMS, you will be responsible for providing technical support to clients, troubleshooting issues, assisting with platform configurations, and ensuring smooth operation of our Vendor Management Saa S solution. You will also play a key role in quality assurance and testing, ensuring the platform functions optimally and meets customer expectations. You will work closely with Customer Success, Engineering, QA, and Product teams to address complex technical issues, improve platform performance, and enhance the overall customer experience.
Responsibilities:
- Technical Troubleshooting: Diagnose and resolve technical issues related to Simplify VMS, including platform configuration, data integration, API functionality, and custom workflows.
- Customer Interaction: Provide multi-channel support (email, phone, chat) to address client inquiries and technical problems, ensuring timely and accurate resolutions.
- Platform Configuration Assistance: Guide customers through the configuration of their VMS solution, providing support for tailored workflows, user permissions, and supplier management processes.
- Testing & Quality Assurance: Participate in testing existing features, new releases, updates, and system changes to ensure they meet quality standards and function as expected. This includes regression testing, user acceptance testing (UAT), and troubleshooting potential defects.
- Documentation & Knowledge Sharing: Document common technical issues and resolutions, update the internal knowledge base, and create technical troubleshooting guides. Ensure that FAQs are maintained with the latest technical information.
- Collaboration with Technical Teams: Work closely with Engineering, QA, and Product teams to escalate complex issues and share customer feedback for continuous product improvement.
- Customer Feedback Loop: Collect and relay technical feedback from customers to the product team to identify areas for enhancement or new features that could better meet client needs.
Qualifications:
- Bachelor's degree in computer science, Information Technology, Engineering, or a related technical field preferred.
- Candidates with a bachelor's degree in business, Supply Chain, Procurement, or Operations with strong technical aptitude will also be considered.
- Equivalent practical experience in Saa S technical support, software testing, or quality assurance may be accepted in lieu of a formal degree.
Required Skills:
- Technical Support Experience: 2-4 years of experience in technical support or IT support in a Saa S environment, ideally with exposure to cloud-based platforms or enterprise solutions.
- Platform Knowledge: Basic understanding of Saa S applications, particularly in the areas of Vendor Management Systems (VMS), Procurement, and Supply Chain Management.
- Technical Troubleshooting: Experience with troubleshooting platform configurations, including API integrations, data validations, and system bugs. Familiarity with SQL or other query languages is a plus.
- Quality Assurance: Hands-on experience with testing platforms, including regression testing, UAT, and identifying potential bugs. Familiarity with test cases and defect tracking is an advantage.
- Communication: Strong ability to explain technical concepts to non-technical clients and document technical solutions clearly for internal knowledge sharing.
- Problem-Solving Skills: Ability to analyse technical issues, determine root causes, and apply solutions efficiently. Must be detail-oriented and systematic in resolving problems.
- Multi-tasking & Time Management: Ability to manage multiple client requests simultaneously, prioritising based on severity and business impact.
- Team Collaboration: Ability to work cross-functionally with technical teams (engineering, product, etc.) to ensure customer issues are addressed and escalated appropriately.
Preferred Skills:
- Familiarity with Simplify VMS, Fieldglass, Coupa, Beeline, or other Vendor Management Platforms.
- Experience with SQL, APIs, and other integration methods (e.g., RESTful APIs, web services).
- CRM platforms experience (e.g., Salesforce) and support tools (e.g., Zoho, Zendesk).
- Technical certifications in IT support, Saa S tools, or customer service (e.g., CMMI, ITIL).
About the Role: As a Customer Support Representative (CSR) at Simplify VMS, you will be responsible for providing technical support to clients, troubleshooting issues, assisting with platform configurations, and ensuring smooth operation of our Vendor Management Saa S solution. You will also play a key role in quality assurance and testing, ensuring the platform functions optimally and meets customer expectations. You will work closely with Customer Success, Engineering, QA, and Product teams to address complex technical issues, improve platform performance, and enhance the overall customer experience.
Responsibilities:
- Technical Troubleshooting: Diagnose and resolve technical issues related to Simplify VMS, including platform configuration, data integration, API functionality, and custom workflows.
- Customer Interaction: Provide multi-channel support (email, phone, chat) to address client inquiries and technical problems, ensuring timely and accurate resolutions.
- Platform Configuration Assistance: Guide customers through the configuration of their VMS solution, providing support for tailored workflows, user permissions, and supplier management processes.
- Testing & Quality Assurance: Participate in testing existing features, new releases, updates, and system changes to ensure they meet quality standards and function as expected. This includes regression testing, user acceptance testing (UAT), and troubleshooting potential defects.
- Documentation & Knowledge Sharing: Document common technical issues and resolutions, update the internal knowledge base, and create technical troubleshooting guides. Ensure that FAQs are maintained with the latest technical information.
- Collaboration with Technical Teams: Work closely with Engineering, QA, and Product teams to escalate complex issues and share customer feedback for continuous product improvement.
- Customer Feedback Loop: Collect and relay technical feedback from customers to the product team to identify areas for enhancement or new features that could better meet client needs.
Qualifications:
- Bachelor's degree in computer science, Information Technology, Engineering, or a related technical field preferred.
- Candidates with a bachelor's degree in business, Supply Chain, Procurement, or Operations with strong technical aptitude will also be considered.
- Equivalent practical experience in Saa S technical support, software testing, or quality assurance may be accepted in lieu of a formal degree.
Required Skills:
- Technical Support Experience: 2-4 years of experience in technical support or IT support in a Saa S environment, ideally with exposure to cloud-based platforms or enterprise solutions.
- Platform Knowledge: Basic understanding of Saa S applications, particularly in the areas of Vendor Management Systems (VMS), Procurement, and Supply Chain Management.
- Technical Troubleshooting: Experience with troubleshooting platform configurations, including API integrations, data validations, and system bugs. Familiarity with SQL or other query languages is a plus.
- Quality Assurance: Hands-on experience with testing platforms, including regression testing, UAT, and identifying potential bugs. Familiarity with test cases and defect tracking is an advantage.
- Communication: Strong ability to explain technical concepts to non-technical clients and document technical solutions clearly for internal knowledge sharing.
- Problem-Solving Skills: Ability to analyse technical issues, determine root causes, and apply solutions efficiently. Must be detail-oriented and systematic in resolving problems.
- Multi-tasking & Time Management: Ability to manage multiple client requests simultaneously, prioritising based on severity and business impact.
- Team Collaboration: Ability to work cross-functionally with technical teams (engineering, product, etc.) to ensure customer issues are addressed and escalated appropriately.
Preferred Skills:
- Familiarity with Simplify VMS, Fieldglass, Coupa, Beeline, or other Vendor Management Platforms.
- Experience with SQL, APIs, and other integration methods (e.g., RESTful APIs, web services).
- CRM platforms experience (e.g., Salesforce) and support tools (e.g., Zoho, Zendesk).
- Technical certifications in IT support, Saa S tools, or customer service (e.g., CMMI, ITIL).
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